OBJECTIVE

Executive position at Telecommunications and/or Technology Enterprise -

PROFILE

20 years of experience working in companies such as AT&T, IBM and GSI, holding for the past 10 years executive functions particularly related to the leadership of structuring processes of organizations within the Network Service Outsourcing segment.

Entrepreneurial spirit, innovation oriented, focused on breaking paradigms, implementation of global strategies (such as customers and suppliers), team management focusing on attaining targets related to the results defined by the board and shareholders. Wide experience leading directly managed or matrix and multicultural teams. Fully familiar with highly competitive working environments and markets.

PROFESSIONAL BACKGROUND, MAIN ACCOMPLISHMENTS

ISPM – Dec 2006 until now

Business Development Executive

Responsible for the development of corporatist market and prospective market that already exist in Operators, aiming at providing and commercializing ISPM solutions and services, focusing on the relationship between the executive and the companies, always searching for customized solutions.

AT&T – 1999 to 2005 (former IBM Services Area)

Director of Relationships with Telecom Operators (2003 –2005)
Responsible for the business relationship with telecom operators in the Latin American Region, managing matrix teams aiming at targets to reduce costs of access and backbone services, leading towards significant contribution to the positive EBIT in the region. Development and consolidation of partnership with all three regional operators: Telmex, Telefonica and Impsat resulting in new price lists for access circuits and thus paving the way for the growth of new businesses for AT&T. Achieved and exceeded cost reduction targets in 2004 and 2005.

Operations Director (2002 – 2003)
Directly responsible for the AT&T Operations in Canada and Latin America. Leader of a 50 professionals team comprising managers, support analysts and operators, assisting around 500 corporate clients, through three Service Management Centers. Within the supported services, the management of network outsourcing solutions for clients such as IBM, Volkswagen, among others, as well as monitored/managed services for global clients.

Integration of Latin America Operations, headquartered in Brazil. It comprised the networks of AT&T of Argentina, Chile, Peru, Colombia, Venezuela, including standardization of procedures and tools. Within a 6-month implementation period, a 20% growth of pro-active calls and reduction of 9 to 4 hours solution time were achieved, focusing on the solution of high severity calls (MTTR).

Services Director - Delivery (2001 – 2002)
Responsible for Technical Support, Solutions Architeture, Infrastructure, Client Solutions Deployment, Customer Care, Helpdesk, Customer Support Management Center, Relationship with suppliers and Anatel, the Brazilian Telecom Regulatory entity. Directing responsibility of a 03 senior managers team, consultants, Support Analysts, Operators and project manager, leading a total amount of 75 professionals and managing a budget of US$ 27 million/year. Some of the main accomplishments are described as follows:

Transition of operation areas from IBM to AT&T, during the settlement process of AT&T in Brazil, through the redefinition and re-negotiation of service contracts, leading to a cost reduction of 20%, with no impact whatsoever on the quality of the previous indicators.

Development of an interim platform for network management/monitoring (in conjunction with the development of a new AT&T global platform) aiming at a pro-active management and greater availability of online reports for clients, through a WEB application focusing on the increase of quality as far as the management of Network Outsourcing Clients was concerned.

Cost reduction, 20% in 2001 and 15% in 2002, with significant relevant impact to the positive EBIT. Such reductions were based upon a series of contract revisions, re-establishment of partnerships, new suppliers and effective relationship strategies amongst all hierarchical levels at AT&T and the main telecom operators.

Significant improvement of organizational environment through the development of partnerships with the Sales, Marketing and HR management, establishing a consolidated team with clear objectives, motivation and autonomy. To reach such accomplishment, supported the development of meritocracy concepts and campaigns such as bonus and recognition/appraisal programs as well as making decisions of dismissals when necessary.

Re-negotiation of a Satellite Network Contract with one of the largest Global Automotive Industry Players (around 700 POP). The negotiation target was a longer customer loyalty period. A profound restructuring process of the Service Management took place, through the implementation of a new set of monitoring tools and troubleshooting, plus the change of the management procedures. Such values were considered strategic to the client’s businesses.

Creation of key accounts special support procedures by supplying the client with detailed monthly service level reports, detailed analysis of the agreed indicators, pinpointing most critical issues and establishment of corrective action plans, and thus, implementation of variable earnings to the post-sales team hand-in-hand with the results from Customer Satisfaction Surveys.

Customer Relationship Manager - Delivery (1999 – 2000)
Responsible for Implementation, Helpdesk and Customer Care areas, leading a 30 professionals team. Such team was responsible for the continuity of activities previously carried out at IBM, whose greatest accomplishment was the clearness and openness of transition of activities between clients and suppliers from IBM to AT&T, enabling the beginning of AT&T-Global Network Services Operations in Brazil in November, 1999.

IBM (Outsourcing Services) – 1994 – 1999 (former GSI)

Implementation and Customer Care Manager (1997 - 1999)
Responsible for Implementation, Helpdesk and Customer Care areas, leading a team of 25 professionals, support analysts and project managers. Such team was responsible for the implementation of clients, after sales technical support and management of customer surveys. Market focus at Networking Outsourcing, as well at Global Services.

Key Account Manager (1994 – 1996)
Responsible for business relationship with a US$ 48 M turn over total key accounts, such as Pepsi Co., Brahma, Philip Morris, among others. Clients with focus on Net Outsourcing Services and/or Customized Solutions.

GSI Serviços de Informática S.A. - 1986 - 1994

Project Manager (1992 - 1994)
Responsible for the implementation of major Network Services Clients, including projects on a national and international basis, focusing on Outsourcing Network Solutions.

Telecom Support Analyst (1986 - 1992)
Responsible for the negotiation of contracts on the telecommunications area. Initial activities on relationship with customers, Telecommunications Operators and Government.

EDUCATION

Marketing Management – Universidade Paulista – to be completed in 2008.
Telecommunications Technician – major in Data Network (incomplete) – Universidade Estácio de Sá
Several Courses in Leadership, Negotiations, Finance, Technologies, and Neurolinguistics Programming.

LANGUAGE SKILLS

English: Fluent for Business Affairs
Spanish: Basic
Portuguese: Native